Genesys Cloud - Main

Hi Everyone,
I am looking for a way to connect external 3rdparty knowledgebase into Genesys cloud.
I know Genesys provide integration to ServiceNow,Salesforce & Sharepoint only.
Does anyone have some ideas or knowledge that they could share on what my options are to connect the external knowledgebase ?

Hi Dennis,

I am also looking into a similar requirement at the moment.

Apart from the native integrations such as ServiceNow, Salesforce and SharePoint, one option I am exploring is using the Genesys sample Knowledge Connector App as a starting point and customising it for the external knowledge base.

GitHub link:
https://github.com/MyPureCloud/knowledge-connector-app

The idea would be to use the external knowledge base as the source of truth, then use middleware/connector logic to retrieve, transform, and sync the content into Genesys Knowledge so it can be used by bots, Agent Copilot, and knowledge search.

I have not completed the implementation yet, but this looks like a good starting point for building a custom connector.

Hope this helps.

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Phaneendra
Technical Solutions Consultant
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Hi Dennis,

I have been testing the SharePoint Knowledge Source integration recently, and so far it has been working well.

In my case, the content is stored in a SharePoint directory and connected to Genesys Cloud through Knowledge Fabric. It has been able to work with different article/document formats, and the answers generated by Copilot have been satisfactory, with good context when the content is well structured.

If your external knowledge base can be exported, synced, or organized into a SharePoint folder, this could be a practical option to bring that content into Genesys Cloud without needing a direct native integration with the original platform.

These links helped me during the setup:

How to get the SharePoint credentials:
https://help.genesys.cloud/faqs/how-can-i-get-the-credentials-needed-for-the-sharepoint-knowledge-connect-integration/

Add a SharePoint Knowledge Source integration provider:
https://help.genesys.cloud/articles/add-a-sharepoint-knowledge-source-integration-provider/

Knowledge Fabric overview:
https://help.genesys.cloud/articles/knowledge-fabric-overview/

Hope this helps!

Thanks for sharing this @Mateus Nunes, that's helpful.

I had thought about the SharePoint approach as well, but the challenge we are facing is actually getting the content out of the external knowledge base in the first place.

The issue for us is that the external platform currently does not appear to provide a straightforward bulk export or readily available API for extracting the full knowledge article content, which makes the initial content extraction/sync piece the difficult part.

So I was interested to understand how you are handling that side, whether your source platform already supports exporting/syncing the full article content into SharePoint, or whether you built a custom extraction/sync process.

Thank you for sharing this @Mateus Nunes.
I was initially looking to fetch the items from the knowledgebase using API and then pushing it out to Genesys.
However, there are some issues on syncing the docs and also providing with an ID as if someone renames the title in the source of truth, it will not sync back and will cause problems.

Thank you for sharing the Sharepoint docs. I will see how I can get that over to sharepoint and then connecting it from there.

Hi Dennis,

One thing I would strongly recommend is separating the problem into two layers:

1. How to extract/sync the content from the external KB
2. How to expose that content to Genesys Cloud in a supported and maintainable way

From the Genesys side, today the most stable/native integrations are really ServiceNow, Salesforce and SharePoint through Knowledge Fabric. Because of that, many teams end up using SharePoint as an intermediary repository instead of trying to build a fully custom runtime integration directly into Copilot/Knowledge.

The challenge usually is not the Genesys integration itself, but maintaining synchronization, metadata consistency, IDs, permissions, article lifecycle and reindexing from the source platform.

I've seen some projects initially trying:

• direct API sync
• custom middleware
• pushing articles dynamically into Genesys Knowledge

but over time they started facing problems with:

• renamed articles
• duplicate documents
• stale embeddings/indexes
• broken references
• sync conflicts
• deletion handling

especially when the external KB was not designed for incremental synchronization.

Using SharePoint as an intermediate "normalized repository" can simplify a lot of this because:

• Genesys already supports it natively
• indexing/reprocessing becomes easier
• document structure is more predictable
• Copilot behavior tends to be more stable

If the external platform exposes APIs or webhooks, one good architecture is:
External KB → Middleware → Normalize Metadata → SharePoint → Knowledge Fabric

In larger environments, I would also strongly recommend keeping a persistent external document ID instead of using titles as identifiers. Titles changing over time is extremely common and can easily break synchronization logic if they are treated as primary keys.

The GitHub connector sample shared above is a good starting point technically, but for production I would pay special attention to:

• incremental sync
• idempotency
• delete handling
• versioning
• retry/reconciliation jobs
• observability/logging

because the operational side of KB synchronization usually becomes the hardest part long term, not the initial integration itself.